Nonverbal Communication and the Fast Food Industry

An understanding of nonverbal communication is essential to how we receive and give off certain impressions. In my experience with the fast food industry, if a customer drums their fingers on the counter, says their orders quickly or continuously looks at the time, this indicates that they want to be served as quickly as possible. In this case, it is ok to omit small talk if it means getting the job done faster. However, if someone behaves in a relaxed manner, then it is suitable to engage in small talk to make the customer feel welcome. If someone were to behave in an impatient manner but really wasn’t, they would receive “to the point” treatment because of their body language. This shows how the nonverbal communication of body language can effect how we perceive and therefore react to others.

In order to appear alert and welcoming, the server should stand up straight, smile, and speak in an expressive manner. It is important to behave this way when selling something because it will encourage customers to return. If the server were to slouch, yawn, or speak in a stern tone then people would be discouraged from coming back. This indicates how nonverbal communications such as tone of voice or facial expression, are important in the business world.

Another element of nonverbal communication is the uniform.

Everyone wears the same thing which gives a professional impression and removes any distinction that one server would have from another. If a server looked sloppy they may drive away customers. This demonstrates how clothing attributes to the general impression one makes.

These examples from my experiences show how important nonverbal communication is to business and everyday life. It is the primary factor in establishing first impressions, which shape how we view things in the future so it is important to understand how to form a positive impression.

(first picture found at http://westsidenewsonline.com/Business/timhortonchili.html)